Fujifilm Service Creative's help desk has achieved the highest level of quality standards in customer support with the HDI Support Center International Certification (Seven Stars).

June 26, 2024

FujiFilm Service Creative Co., Ltd., a wholly-owned subsidiary of FujiFilm Business Innovation Corp. (Headquarters: Minato-ku, Tokyo; President and Representative Director: Naoki Hama), responsible for help desks and sales clerical work, has received the highest level of the HDI (Help Desk Institute) quality standard in the help desk service sector, the "Support Center International Certification (Seven Stars)". HDI is the largest international certification organization in the support industry, and this certification was awarded for the first time to a Japanese company for the difficult standard (Ver.6.0J). The "Support Center Certification System" is a system that certifies support centers that meet certain standards based on the standards set by HDI-certified auditors. In the "Support Center International Certification (Seven Stars)" standard (Ver.6.0J) that was obtained this time, requirements were added to increase customer experience value, such as support centers playing a central role in promoting cooperation between organizations within companies to support customers and enhance customer experience value, in addition to the previous version's (Ver.5.3J) standards. This demands even higher performance than the previous version.^※1HDI (Help Desk Institute) is the largest international membership organization in the support industry, headquartered in the United States and founded in 1989. It currently has over 50,000 members worldwide, with many in the Fortune 500, and has 100 branches/districts worldwide. HDI is an organization that is vendor-neutral and not affiliated with any company, and places a high value on fairness and transparency. HDI-Japan (with CEO Tatsumi Yamashita as the representative and director) conducts activities in Japan.^※2The Support Center International Certification (Seven Stars) is a center certification program based on the only international standard specialized in support centers in the support industry. The certification criteria consist of eight elements ("Leadership," "Policies and Strategies," "Employee Management," "Support Resources," "Processes and Procedures," "Employee Satisfaction," "Customer Satisfaction," and "Execution Results"), and the maturity/completeness of each of the 82 criteria is evaluated. HDI international certification auditors conduct document verification, on-site observations, and interviews, and the center is certified if certain criteria are met.

FujiFilm Service Creative Co., Ltd., a wholly-owned subsidiary of FujiFilm Business Innovation Corp. (Headquarters: Shinjuku-ku, Tokyo; President and Representative Director: Tomoyasu Kusunoki), responsible for help desks and sales clerical work, has received the highest level of the HDI (Help Desk Institute) quality standard in the help desk service sector, the "Support Center International Certification (Seven Stars)". HDI is the largest international certification organization in the support industry, and this certification was awarded for the first time to a Japanese company for the difficult standard (Ver.6.0J). The "Support Center Certification System" is a system that certifies support centers that meet certain standards based on the standards set by HDI-certified auditors. In the "Support Center International Certification (Seven Stars)" standard (Ver.6.0J) that was obtained this time, requirements were added to increase customer experience value, such as support centers playing a central role in promoting cooperation between organizations within companies to support customers and enhance customer experience value, in addition to the previous version's (Ver.5.3J) standards. This demands even higher performance than the previous version.

This achievement was highly evaluated for the activities carried out by employees to improve the quality of service provided to customers, and the high engagement of employees, and recognized that it is the highest level of support center in Japan.

Elements that received high evaluations and evaluation points:

"Policies and Strategies": Reflecting customer feedback in the activity policy to improve customer experience value
"Employee Management": Encouragement and recognition initiatives are firmly established, reducing turnover rate
"Processes and Procedures": Business processes are made explicit, and continuous improvement of quality of response is achieved
"Employee Satisfaction": Flexible work styles are established, achieving high employee engagement

Moving forward, we will continue to improve the quality of customer support, deliver services that customers can trust, and promote initiatives that serve as a model in the support industry, as we work toward realizing the FujiFilm Group's purpose of "increasing the number of smiles on the planet" by constantly challenging and creating new value and by contributing to the development of society alongside our customers.

• HDI
  The world's largest support industry membership organization headquartered in the United States, founded in 1989. It currently has over 50,000 members worldwide, with many in the Fortune 500, and has 100 branches/districts worldwide. HDI is an organization that is vendor-neutral and not affiliated with any company, and places a high value on fairness and transparency. HDI-Japan (with CEO Tatsumi Yamashita as the representative and director) conducts activities in Japan.https://www.hdi-japan.com/
• The Support Center International Certification (Seven Stars) is a center certification program based on the only international standard specialized in support centers in the support industry.
  The certification consists of eight elements (Leadership, Policies and Strategies, Employee Management, Support Resources, Processes and Procedures, Employee Satisfaction, Customer Satisfaction, and Execution Results) based on an international standard specialized in support centers in the support industry. There are 82 criteria related to these eight elements, and the level of maturity and completion of each criterion is evaluated. HDI international certification auditors evaluate documentation, site observations, and interviews before certifying a support center that meets the necessary criteria.

FujiFilm Service Creative Co., Ltd. is a wholly-owned subsidiary of FujiFilm Business Innovation Corp. and is responsible for sales clerical work related to the products and services of FujiFilm Business Innovation. It also undertakes the responsibilities of help desks, sales support functions, and contact center functions (product maintenance reception, consumables order reception, solution and service desk, network monitoring, etc.). By utilizing digital channels such as videos, SNS, chats, voice bots, and AI, as well as phone calls and emails, we provide optimal services tailored to customer needs. We aim to become a company that provides new value by always challenging and creating new value, contributing to the development of society together with customers, and realizing the purpose of the FujiFilm Group to "increase the number of smiles on the planet".

FujiFilm Service Creative Co., Ltd., a wholly-owned subsidiary of FujiFilm Business Innovation Corp., is responsible for sales clerical work related to the products and services of FujiFilm Business Innovation. It also undertakes the responsibilities of help desks, sales support functions, and contact center functions (product maintenance reception, consumables order reception, solution and service desk, network monitoring, etc.). By utilizing digital channels such as videos, SNS, chats, voice bots, and AI, as well as phone calls and emails, we provide optimal services tailored to customer needs. We aim to become a company that provides new value by always challenging and creating new value, contributing to the development of society together with customers, and realizing the purpose of the FujiFilm Group to "increase the number of smiles on the planet".
https://www.fujifilm.com/fbsc/

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